Betterment

Sr. Manager, Licensed Customer Experience

Betterment HQ - New York City · Senior

No sponsorship$145k-$165kDetected 21 days ago

SalesforceCRMPerformance ManagementCustomer SupportZendeskLeadershipCommunicationCollaborationMentoring

About the role

As a customer's net worth grows, so does the complexity of managing their money.
When these customers have questions about their portfolios, performance, tax features, or how to get the most out of their Betterment accounts, this team of licensed fiduciaries is here to help (mostly over chat and email, but also via phone).
This role is based out of our NYC office.

The Licensed Customer Support Team is here to help.
As the Senior Manager, Licensed Customer Experience, you will lead, coach, and develop this team of licensed Investment Adviser Representatives (IARs) to deliver a consistently exceptional, customer experience.
Lead, coach, and develop a team of ~10 licensed customer experience representatives who handle inbound client requests across chat, email, and phone.
Own team performance metrics (e.g., SLAs such as first response time, handle time, customer satisfaction) and implement strategies to consistently meet or exceed monthly goals.
Own day-to-day support operations for the licensed queue, including staffing and scheduling.
Collaborate closely with CX, Operations, Compliance, Product, Engineering and the CFP® teams to improve cross-team partnerships, ticket routing, new initiatives and customer outcomes.
Our team is passionate about our mission, to empower people to build wealth with confidence and ease.
Own the service experience for Betterment's highest-value customers, using feedback and contact data to build practices that go beyond issue resolution and make these clients feel genuinely valued.

Day-one 401(k) match plus matching on qualified student loan payments.
What happens next
We'll take a few weeks to review all applications.
If we'd like to spend more time with you, we'll reach out to arrange next steps, which will include 3-4 sets of meetings with your future colleagues.
Many of our questions will be aimed at understanding how you might operate here at Betterment.
Depending on the role, we may ask you to complete a case study exercise or technical assessments, as we want to collect a robust set of data points to better inform our decisions.
On average, it takes us around 3-5 weeks to make a hiring decision, depending on your availability and sense of urgency.
As a best practice, we aim to interview at least 2-3 final round candidates before making a hiring decision.

Below we've reflected the base salary range for this position.
The range listed is just one component of Betterment's total compensation package for employees.

Company-paid professional coaching for all employees.
Your work will have a direct impact on customer satisfaction, retention, revenue from higher-balance clients, and the overall trust customers place in Betterment as their long-term investing partner.
The Licensed Customer Experience Team at Betterment is the dedicated, white-glove support layer for our $100k+ customers-the power-users of Betterment.

us as a transgender or transsexual individual), sexual orientation, marital status, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, predisposing genetic ch

This listing is sourced directly from Betterment's careers page and normalized into a canonical job model.